BACKGROUND: Support is often considered an important factor for successful implementation and realising the benefits of health information technology (HIT); however, there is a dearth of research on support and theoretical frameworks to characterise it. OBJECTIVE: To develop and present a comprehensive, holistic, framework for characterising enduser support that can be applied to various settings and types of information systems. METHOD: Scoping review of the medical informatics and information systems literature. RESULTS: A theoretical framework of end-user support is presented. It includes the following facets: support source, location of support, support activities, and perceived characteristics of support and support personnel. CONCLUSION: The proposed framework may be a useful tool for describing and characterising enduser support for HIT. it may also be used by decision makers and implementation leaders for planning purposes.
BACKGROUND: Support is often considered an important factor for successful implementation and realising the benefits of health information technology (HIT); however, there is a dearth of research on support and theoretical frameworks to characterise it. OBJECTIVE: To develop and present a comprehensive, holistic, framework for characterising enduser support that can be applied to various settings and types of information systems. METHOD: Scoping review of the medical informatics and information systems literature. RESULTS: A theoretical framework of end-user support is presented. It includes the following facets: support source, location of support, support activities, and perceived characteristics of support and support personnel. CONCLUSION: The proposed framework may be a useful tool for describing and characterising enduser support for HIT. it may also be used by decision makers and implementation leaders for planning purposes.
Authors: Catherine Waldron; Joan Cahill; Sam Cromie; Tim Delaney; Sean P Kennelly; Joshua M Pevnick; Tamasine Grimes Journal: BMC Med Inform Decis Mak Date: 2021-11-03 Impact factor: 2.796